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15. Glossary
SLA; Service Level Agreement (SLA)
Documented agreement between the organization and the customer identifying the services and performance agreed (ISO/IEC 20000-1, § 3.2.20).
Actif ; Asset
Element, thing or entity that has potential or actual value for an organization (ISO/IEC 20000-1, § 3.2.1).
Action corrective; Corrective action
Action to eliminate the cause of a non-conformity and prevent its recurrence (ISO 9000, § 3.12.2).
Amélioration continue; Continuous improvement
Regular activity designed to improve performance (ISO/IEC 20000-1, § 3.1.4).
Audit; auditing
Methodical, independent and documented process for obtaining objective evidence and evaluating it objectively...
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
- (3) - -
Standards and norms
- Information Technology - BSI BS 15000 - 2000
- Lignes directrices pour l'audit des systèmes de management - ISO 19011 - 2018
- Quality management systems – Basic principles and vocabulary - NF EN ISO 9000 - 2015
- Quality management systems – Requirements - NF EN ISO 9001 - 2015
- Information Technology – Service management – Part 1: Service management system requirements - NF ISO/IEC 20000-1...
Directory
Information Technology Service Management Forum (itSMF France) https://www.itsmf.fr/
Information Systems Examination Board https://www.bcs.org/
Examination Institute https://www.exin.com/
...Annex 1: Summary of ISO/IEC 20000 – Part 1
1 – Field of application
1.1 General information
1.2 Application
2 – Normative references
3 – Terms and definitions
3.1 Terms specific to management system standards
3.2 Terms specific to service management
4 – Organizational...
Annex 2: Summary of ISO/IEC 20000 – Part 2
1 – Field of application
1.1 General information
1.2 Application
1.3 Structure
2 – Normative references
3 – Terms and definitions
4 – Organizational context
4.1 Understanding the organization and its context
...
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